Taxonomy Reference

This page lists the platform taxonomy and related enums exactly enough for developers, admins, and reviewers to understand what the system expects.

Classification taxonomy

The frontend taxonomy reference lives in apps/web/src/lib/itsm-taxonomy.ts.

Current structure:

• 6 L1 categories
• 16 L2 categories
• 48 L3 categories

L1 categories

• Access
• Hardware
• Network
• Security
• Service
• Software

Full L1 -> L2 -> L3 list

Access

Account

• Password Reset
• Account Locked
• Profile Update

Permissions

• Role Request
• Permission Denied
• Admin Access

MFA/SSO

• MFA Failure
• SSO Login Issue
• Authenticator Issue

Network

WiFi

• Connectivity
• Authentication
• Slow Speed

VPN

• Connection Failure
• Credentials
• Split Tunnel

Internet/LAN

• No Internet
• DNS
• Latency

Hardware

Laptop/Desktop

• Boot Issue
• Performance
• Battery

Printer/Scanner

• Print Failure
• Driver
• Paper Jam

Peripherals

• Keyboard/Mouse
• Monitor
• Docking Station

Software

Email/Calendar

• Outlook Issue
• Mailbox Access
• Sync Problem

Office Apps

• Word/Excel
• License
• Crash

Business App

• Bug
• Feature Request
• Integration

Security

Malware/Phishing

• Phishing Email
• Suspicious Link
• Virus Alert

Policy/Compliance

• Blocked Site
• Device Encryption
• Data Access

Service

Request

• New Device
• New Account
• Software Install

Incident

• Outage
• Degradation
• Intermittent

Ticket priorities

The platform currently uses four priority levels:

• low
• medium
• high
• urgent

Ticket statuses

The platform currently uses six ticket statuses:

• new
• pending_review
• open
• in_progress
• resolved
• closed

Routing modes

The platform currently uses three routing modes:

• auto
• review
• manual

See Routing, Roles, and Assignment for the exact confidence thresholds and behavior behind each mode.

Department mapping

L1 categories map operationally to departments as follows:

L1	Department
Access	Access Management
Hardware	Hardware Support
Network	Network Operations
Security	Security Team
Service	Service Desk
Software	Software Support

Notes on scope

• This page documents the helpdesk taxonomy reference used by the current application.
• Quick actions and seed data cover a subset of this taxonomy more deeply, especially for common demo paths.
• Routing can still fall back to manual even when a classification label exists, because routing depends on confidence thresholds, not label presence alone.